Company: Yes Madam

Department: Customer Support / Customer Experience

Location: Noida Head Office

Experience: 1–3 Years

Employment Type: Full time | Work from Office

Working Days: 6 Days a Week

Job Summary

Yes Madam is looking for a customer-focused and proactive Customer Support Executive to handle customer queries, complaints, and service-related concerns. The candidate will be responsible for providing excellent customer experiences, resolving issues promptly, and coordinating with internal teams to ensure smooth service delivery.

Key Responsibilities

- Handle inbound and outbound customer calls professionally.
- Respond to customer queries through calls, emails, WhatsApp, and other communication channels.
- Resolve customer complaints, service-related issues, and booking concerns.
- Assist customers with appointment scheduling, rescheduling, cancellations, and service-related queries.
- Coordinate with city operations teams and service professionals to resolve customer issues.
- Follow up with customers to ensure timely resolution and customer satisfaction.
- Maintain accurate records of customer interactions, complaints, and resolutions in the CRM.
- Escalate complex issues to the concerned departments or reporting managers.
- Ensure adherence to company SOPs, service quality standards, and response timelines.
- Achieve daily and monthly performance targets.




- Collect customer feedback and identify opportunities to improve service quality.

Required Qualifications & Experience
- Graduate in any discipline.
- 1–3 years of experience in customer support, customer service, or call centre operations.
- Excellent verbal and written communication skills.
- Good command of Hindi and English.
- Basic knowledge of MS Excel, CRM tools, and computer operations.
- Strong problem-solving and customer-handling abilities.
- Ability to work in a fast-paced environment.

Preferred Candidate Profile
- Experience in BPO, E-commerce, D2C, or customer service operations.
- Strong listening and interpersonal skills.
- Patient, professional, and customer-oriented approach.
- Ability to handle difficult customers and escalations.
- Comfortable working in rotational shifts, if required.

Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- Query Resolution Rate
- First Call Resolution (FCR)
- Call Quality and Productivity
- Customer Complaint Resolution Time
- SLA Adherence

Interested candidates with relevant customer support experience are encouraged to apply. Work Mode: Work from Office | 6 Days a Week

Pay: Up to ₹30,000.00 per month

Benefits

- Health insurance
- Leave encashment
- Provident Fund

Work Location: In person

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